CIB - Merchant Services - Call Center - Training SME - Analyst - Bournemouth

JP Morgan

Location: Dorset

Job Type: Full time


Principal Duties and Responsibilities (in order of importance)

  • Assist as subject matter expert and peer support during training and/or upskilling
  • Assist with system access for new hires
  • Answer procedural questions
  • Conduct up-skilling training sessions
  • Prepare training materials
  • Participate in call calibration sessions
  • Monitor specialist calls to coach new hires on call quality
  • Maintain accuracy in policies, procedures, training content and activities
  • Take active role in promoting the Customer Engagement Call Framework
  • Collaborate with Workforce Management to schedule staff for training classes
  • Review and provide annual re-certification of procedures and training material

Core Competencies:

  • Ability to create or redesign training content to support business needs
  • Ability to facilitate training for business operations for class size of 10 or more learners
  • Resilient, flexible and adaptable in a fast-paced environment
  • Demonstrates personal excellence including punctuality, integrity, and accountability
  • Able to approach problems logically and with good judgment to ensure the appropriate outcome
  • Effectively prioritizes work to ensure efficiency
  • Adheres to all applicable regulatory and department practices and procedures
  • Ability to work independently and in a team environment
  • Think critically and exercise independent judgement

Knowledge and Experience

  • In person and virtual training facilitation experience (call center environment preferred)
  • Background and experience in payment operations industry or technical support functions preferred
  • Customer interaction or customer support experience strongly preferred, either by phone or face to face
  • Proficient with data tools (Excel, database) and data visualization tools (i.e. PowerPoint, tableau)
  • Excellent verbal, written and interpersonal communication skills required
  • Demonstrated to be highly self-motivated, able to prioritize multiple tasks in a proactive manner to meet deadlines, and display attention to detail
  • Bilingual English/French is highly preferred

Work Schedule

  • Must be willing to work schedules during our operating hours, which can include evenings and bank holidays
  • Must be willing to work in office three days per week
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